A dispute (also known as a chargeback) occurs when one your customer questions a payment they've made to you with their bank or credit card company. Your customer's bank creates a formal dispute which immediately reverses the payment. The payment amount, along with a separate $25.00 dispute fee, is then deducted from your bank account.
Housecall has no control over the reversal of the disputed amount being withdrawn for your account. Disputes are controlled by your customers bank.
You will receive an email from Housecall (to your support email) when your customer has disputed a charge against you. Please reply to that email with any questions.
There is a dispute resolution process through which you can respond and submit evidence to make your case of a valid payment. If the dispute is ruled in your favor, the disputed amount and the $25 fee is returned back to you. If the dispute is lost, and the ruling is upheld the bank’s decision is final and the cardholders will be refunded the disputed amount.
There is a limited period of time that evidence for disputes can be submitted (usually 7-21 days). The amount of time available is provided within the dispute email we send to you. Evidence can only be submitted once. It generally takes the cardholder’s bank 60-75 days to reach a final decision.
The evidence you submit can include invoices, pictures, email communications, shipment tracking numbers and delivery confirmation, proof of prior refunds or replacement shipments, etc., can all be helpful. Evidence can be submitted by email to firstname.lastname@example.org.